Night-Shift HR Service Call Specialist

General Motors; Taguig; Hybrid; PHP 781,000 - 1,116,000; Full time

Job summary

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails from diverse business units. You will be a key contact for HR Representatives, Employees, and People Leaders, ensuring timely, accurate resolutions while upholding policies and confidentiality.

The role emphasizes handling inquiries, maintaining SLAs, and contributing to process improvements within a hybrid night-shift setting at GM’s Philippines

Qualifications

• Bachelor’s degree in human resources, business administration, or related field.
• Experience in HR shared services or call handling is an advantage.
• Strong communication and interpersonal skills with a willingness to handle phone inquiries.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in case management tools and HR systems.
• High attention to detail and commitment to confidentiality.
• Willing to work night shift.

Responsibilities

• Process HR cases received via calls or emails, prioritizing based on urgency and impact.
• Monitor personal queues and aging cases to ensure timely resolution.
• Follow established processes for case documentation, issue resolution, and escalation.
• Serve as the single point of contact for HR Representatives, Employees, and People Leaders.
• Ensure adherence to service level agreements (SLAs) and elevate complex cases as needed.
• Suggest process improvements to enhance operational efficiency and service excellence.
• Maintain and update job aids and standard operating procedures (SOPs).
• Participate in project teams and contribute to system testing and performance improvement initiatives.
• Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements.
• Maintain confidentiality of employee information and perform tasks based on approved guidelines.
• Conduct peer checks and post-audit reviews of escalated issues.
• Ensure timely resolution of client issues and elevate as necessary.
• Exercise sound situational judgment to independently determine appropriate actions for requests that fall outside standard procedures, ensuring timely decisions based on urgency and business impact.
• Demonstrate investigative problem‑solving by uncovering underlying or hidden issues, conducting thorough root‑cause analysis, and utilizing all relevant tools, data, and resources to drive accurate and timely resolution.

Skills

Strong communication

Interpersonal skills

Multi-tasking

Case management tools

HR systems

Attention to detail

Confidentiality

Willing to work night shift

Education

Bachelor’s degree in HR / Business Administration or related field

Tools

HR software

Job description

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails from diverse business units. You will be a key contact for HR Representatives, Employees, and People Leaders, ensuring timely, accurate resolutions while upholding policies and confidentiality.

The role emphasizes handling inquiries, maintaining SLAs, and contributing to process improvements within a hybrid night-shift setting at GM’s Philippines